GENERAL TERMS AND CONDITIONS OF SALE

Last updated: 27 August 2026

These General Terms and Conditions of Sale, the “Terms”, govern sales made through mygellies.com and, where expressly referred to, recurring orders placed on it.

1. Seller identification

The Site is operated by Gellies SRL, Chaussée de Neufchâteau 35, 6640 Vaux-sur-Sûre, Belgium.

Enterprise number: 1025.992.853
VAT number: BE1025.992.853
Email: contact@mygellies.com

Hereinafter, “Gellies”.

2. Scope

These Terms apply to every order placed on the Site with Gellies. They mainly govern consumer sales, meaning sales to individuals acting outside their professional activity.

A professional may also purchase on the Site, but mandatory provisions reserved exclusively for consumers do not apply when acting professionally.

Veterinarians, pharmacies, distributors, resellers and other professionals seeking professional commercial conditions, organised resale or access to Gellies’ B2B platform should contact partners@mygellies.com. Separate professional arrangements may have special conditions.

These Terms do not grant any buyer the status of Gellies distributor, authorised reseller, partner or representative.

3. Acceptance of the Terms

The Customer must read these Terms before confirming an order. Confirming the order means accepting the version applicable at that time.

The Customer acknowledges having had the opportunity to consult, save and reproduce the Terms before ordering. The Terms applicable to an order are those accepted when the corresponding contract was concluded.

Gellies may change the Terms for the future. A later change does not retroactively alter the contractual terms of an order already concluded, subject to the specific rules for recurring orders below.

4. Customer capacity

By ordering, the Customer declares that they have the legal capacity required to enter into the contract or are duly authorised to do so.

Gellies may refuse or cancel an order where objective evidence reasonably suggests fraud, identity theft, misuse of payment methods, misuse of a promotion, unlawful activity or a material breach of these Terms.

5. Nature of Gellies products

Gellies products are complementary feed for animals. They are not medicines, medicated veterinary products or medical treatments and never replace a diagnosis, prescription, treatment or veterinarian’s advice.

Gellies is designed to facilitate administration of certain medicines, including by helping mask their taste and smell. The Customer alone remains responsible for complying with the veterinarian’s prescription, the medicine leaflet and administration conditions, prescribed dose and frequency, contraindications, the animal’s dietary precautions and all information, warnings, allergens, storage conditions and recommendations on the product and packaging.

Some medicines must be given fasting, separately from food or under particular conditions. If there is doubt about compatibility between Gellies and a medicine, the Customer must ask a veterinarian before use. Gellies does not guarantee compatibility with every existing medicine.

6. Product information

Essential product characteristics are shown on the Site before ordering. The Customer must consult the product page, composition, analytical constituents, allergens, use recommendations and applicable precautions before purchase and before giving the product to the animal.

Composition, packaging, graphics, presentation and non-essential characteristics may change to reflect improvements, manufacturing or supply constraints, or regulatory developments. The applicable information is the information for the product actually supplied, including the packaging.

Photographs aim to represent products faithfully, but slight differences in colour, texture, shape or appearance may occur. Slight batch variations caused by manufacturing or raw materials are not a lack of conformity when the essential advertised characteristics and applicable regulatory tolerances are met.

7. Palatability and no guarantee of results

Animals have individual tastes, behaviours and reactions. Gellies therefore does not guarantee that every animal will accept the product, consume it at first presentation, fail to detect a medicine, swallow the medicine consistently, never spit it out, respond to a particular method or obtain a therapeutic result.

An animal’s refusal, food preference, behavioural change, difficulty administering a medicine or lack of the desired result is not alone a product defect or lack of conformity.

Statistics, testimonials, test results, reviews and success rates shown on the Site describe observations or experiences and are not an individual guarantee.

8. Allergies, intolerances and animal health

The Customer must check the product composition before use and take account of known allergies, intolerances, dietary restrictions or illnesses. Any special warning on the product page or packaging must be followed.

If an unusual or adverse reaction occurs, use must be stopped and a veterinarian consulted where necessary.

9. Storage and use

The Customer must follow the storage conditions on the product and packaging. Products must be properly resealed after opening and stored as instructed. The Customer is responsible for storage from delivery.

Gellies is not responsible for deterioration attributable to poor storage after delivery, excessive heat, humidity or light, failure to close the pouch correctly, contamination after opening, use after the recommended date or period, or use contrary to instructions.

If a pouch contains an oxygen absorber or other non-edible technical element, the animal must not consume it.

10. Availability

Product offers are valid while stocks last. Gellies may limit quantities ordered by one Customer, including where an order is abnormal for retail use, an offer is limited or stock availability must be protected.

Exceptional unavailability may arise after ordering because of stock discrepancies, logistics incidents or quality issues. Gellies may offer to wait for restocking, change the order with the Customer’s agreement or refund the unavailable product.

No different product will replace the ordered product without the Customer’s agreement where the substitution affects an essential characteristic.

11. Prices

Applicable prices are those displayed to the Customer at ordering. Unless stated otherwise, consumer prices include all taxes at the VAT rate applicable to the sale. Delivery and other applicable charges are shown before final confirmation.

Gellies may change prices for future orders. A price change does not alter a definitively concluded one-off order.

Where there is an obvious pricing error that a reasonably attentive Customer could identify, Gellies may, within legal limits, refuse or cancel the order. Amounts already collected for a cancelled order are refunded.

12. Promotions

Discounts, promotional codes, free delivery, gifts, bundles and other commercial benefits are subject to the conditions communicated with the offer. Unless stated otherwise, they are not convertible into cash, not retroactive, not necessarily cumulative and may be limited to products, countries, periods, quantities or Customers.

Gellies may change or stop an offer for future orders. An offer validly applied to an order already concluded remains attached to that order.

Gellies may refuse a promotion where objective evidence shows fraud, technical manipulation, artificial account creation, conduct clearly contrary to the offer conditions or misuse of the promotional mechanism.

13. Free delivery

Where free delivery is offered, the conditions are those displayed at ordering. On the date of these Terms, delivery may in particular be free from a minimum quantity of products indicated on the Site.

This commercial policy may change for future orders. Free delivery covers only the delivery method concerned; a Customer who voluntarily chooses an additional or more expensive service may have to pay the difference.

14. Conclusion of an order

Before final confirmation, the Customer may check selected products, quantities, contact details, delivery address, price and, where applicable, recurring-delivery frequency, and must correct any error.

An electronic order confirmation is sent to the Customer. Gellies may carry out reasonable anti-fraud checks and ask for additional information when an anomaly is detected.

Gellies may refuse an order because of product unavailability, refused payment, reasonable fraud suspicion, an obvious error, a legal restriction, an unusually large order, misuse of the Site or a promotion, or a serious unresolved earlier payment dispute.

When the price has already been collected and Gellies cancels the order, amounts relating to cancelled products are refunded.

15. Payment

Available payment methods are those displayed during checkout. Payment is processed through secure providers. Gellies does not retain complete banking details where they are directly processed by the payment provider.

The Customer warrants that they are authorised to use the selected payment method. An order may be suspended or refused if payment is refused, cancelled, disputed or identified as potentially fraudulent.

16. Delivery address

The Customer is responsible for the accuracy and completeness of delivery information, including name, street and number, apartment or box number, postcode, locality, country and any information reasonably needed for delivery.

Where relevant, the Customer must ensure their name is identifiable on the mailbox, intercom or delivery location. Gellies is not responsible for consequences directly attributable to incorrect, incomplete or outdated information supplied by the Customer.

Where a shipment must be resent because of a Customer-attributable error, incomplete address, unjustified refusal, failure to collect or delivery impossibility attributable to the Customer, Gellies may charge reasonable, actually incurred reshipping costs to the extent permitted by law.

17. Shipping and delivery methods

Available methods may vary by country, address, order weight and composition. Gellies may use postal operators, parcel services, collection points or other logistics providers.

The Customer selects an offered method at checkout. Some low-weight orders may be shipped as postal mail or a letter without individual tracking. The Customer acknowledges that there may be no tracking number, intermediate scans or detailed electronic proof of every transport stage, and that absence of digital tracking alone is not proof of non-delivery.

18. Delivery times

Delivery times or dates displayed on the Site apply to the relevant order. Unless a firm date was expressly agreed, carrier transit estimates are indicative and may be affected by peak periods, logistics incidents or external circumstances.

This does not deprive consumers of mandatory rights concerning the statutory delivery period. In the absence of another agreed period, delivery occurs within the maximum period required by applicable law.

A delivery delay does not automatically give a right to compensation, damages or a commercial gesture where no such right arises from law.

19. Transfer of risk

For consumer orders, the risk of loss or damage transfers according to mandatory rules. When Gellies offers or arranges transport, risk generally transfers when the Customer or a designated third party other than the carrier physically takes possession.

If the Customer independently appoints a carrier not offered by Gellies, risk may transfer when the products are handed to that carrier under applicable law. Choosing a delivery method offered by Gellies is not by itself appointing an independent carrier.

After effective delivery, Gellies is not responsible for disappearance, theft, deterioration or events occurring while products are under the Customer’s or designated third party’s control.

20. Mailbox, collection point or other location delivery

Where the format permits, a shipment may be delivered directly into the mailbox at the stated address.

Where delivery follows instructions given by the Customer to the carrier, including delivery to a collection point, locker, neighbour or another requested place, the consequences specifically resulting from that instruction are borne by the Customer to the extent permitted by law.

Carrier information, a delivery scan, confirmation, signature, delivery photograph, collection record or other transport data may evidence delivery, without preventing contrary evidence.

21. Parcel not received or delivery incident

If the Customer believes an order was not received, they should inform Gellies without unjustified delay at contact@mygellies.com.

Gellies may ask the Customer to confirm the address, check the mailbox and usual drop-off places, ask household members or neighbours, check a collection point, preserve available evidence, provide a non-receipt statement where reasonably necessary and provide information needed to open a carrier investigation.

These formalities facilitate verification and remove no mandatory consumer right. Where a loss for which Gellies is responsible is established or must legally be borne by Gellies, Gellies applies the remedies provided by law.

22. Products damaged during delivery

If packaging or a product is visibly damaged at delivery, the Customer should inform Gellies as quickly as possible and keep the product, packaging and, if possible, photographs.

A pouch whose integrity or safety appears compromised must not be given to the animal. Prompt notification facilitates establishing the origin of damage and recourse against the carrier, but does not reduce mandatory consumer rights or periods.

23. Return principle

Gellies grants no commercial right of return, exchange, take-back or refund beyond rights that are mandatory under applicable law.

An exceptional return or commercial gesture does not acknowledge a legal obligation, create an acquired right or general contractual practice, or require Gellies to grant the same benefit in another situation.

24. Legal withdrawal right and food products

Gellies products are animal food products subject to particular storage, hygiene, packaging-integrity and shelf-life conditions.

To the fullest extent permitted by law, including Article VI.53 of the Belgian Code of Economic Law, Gellies relies on exceptions to withdrawal for goods liable to deteriorate or expire rapidly and sealed goods that cannot be returned for health or hygiene reasons when unsealed after delivery.

No return is accepted when a legal exception to withdrawal applies. In particular, opening or unsealing a product may prevent withdrawal where the health or hygiene exception is met; resealing later does not restore the original condition. A product legally considered liable to deteriorate or expire rapidly also has no withdrawal right.

25. Withdrawal where no legal exception applies

Where the product falls under no legal exception, a consumer has the applicable right of withdrawal for distance contracts. The period is 14 calendar days from physical possession by the consumer or their designated third party other than the carrier; for separate deliveries, the period is calculated under applicable law.

The Customer must notify Gellies before expiry by an unambiguous statement or the form at the end of these Terms, by email to contact@mygellies.com or by post to Gellies SRL, Chaussée de Neufchâteau 35, 6640 Vaux-sur-Sûre, Belgium.

26. Return after valid withdrawal

Where the legal withdrawal right applies and is validly exercised, the Customer must return products without undue delay and no later than the statutory period following notification.

Unless a mandatory rule or Gellies’ error provides otherwise, the Customer bears the direct return costs. The Customer is responsible for depreciation caused by handling beyond what is necessary to establish the product’s nature, characteristics and operation, within legal limits, and should protect food products properly during return.

27. Refund after legal withdrawal

Where withdrawal applies, Gellies refunds amounts legally due, including the least expensive standard delivery cost offered at ordering where required. Supplements for a voluntarily chosen more expensive method need not be refunded where permitted.

Gellies may defer the refund until the goods are recovered or the Customer provides sufficient dispatch proof, whichever occurs first under applicable law. Refunds are made using the original payment method unless the Customer agrees otherwise.

28. Cases not giving a right to refund

Subject to mandatory consumer rights, the following do not alone justify a refund: the animal refusing Gellies or eating only part, detecting or spitting out the medicine, lack of the expected result, a treatment change after ordering, a Customer error about product, recipe or quantity, a known or reasonably identifiable allergy or intolerance, poor storage after delivery, use contrary to instructions, administration beyond product recommendations or use with a medicine incompatible with food.

This does not limit the legal guarantee of conformity where it applies.

29. Legal guarantee of conformity

For consumers, the two-year legal guarantee of conformity for consumer goods applies in accordance with Articles 1649bis et seq. of the former Belgian Civil Code and mandatory law. It cannot be reduced by these Terms.

The guarantee concerns statutory lack of conformity. The Customer must report a defect within the legal period. Two years does not mean that a food product has a two-year shelf life; normal shelf life, minimum durability date, storage instructions, food nature and normal changes over time are considered.

Normal deterioration after the stated shelf life or due to unsuitable storage after delivery is not a lack of conformity. Where a lack of conformity is recognised, statutory remedies apply.

30. Product claim

Claims about a product may be sent to contact@mygellies.com. To handle a claim, Gellies may reasonably ask for the order number, Customer identity, product identification, batch number, minimum durability date, problem description, photographs, storage conditions and other objectively necessary information.

Where relevant, the Customer should keep the product and packaging until the claim is resolved.

31. Regular delivery and subscription

Some products may be offered as regular delivery, subscription or recurring order. Subscription is optional.

Before subscribing, the Customer is shown essential features including product, quantity, available frequency, applicable price, any discount, delivery charges or benefits and automatic renewal. Unless clearly stated otherwise, the subscription is for an indefinite period and remains active until cancelled under these Terms.

32. Automatic subscription renewal

At each due date, a new order is automatically generated based on the active subscription. The payment method on file is automatically charged the applicable amount, and the Customer expressly authorises these recurring payments.

The schedule is determined by the frequency selected from those available at subscription or later selected by the Customer.

33. Reminder before renewal

Gellies sends an automated reminder before renewal, generally four to seven days before the next due date. The Customer must maintain a valid email address and check messages, including spam folders where relevant.

When a reminder was correctly sent, non-receipt due to an incorrect address, full mailbox, spam filter or messaging system outside Gellies’ reasonable control does not alone cancel a validly scheduled renewal.

34. Managing a subscription

The Customer can manage a subscription through the customer area at account.mygellies.com or contact contact@mygellies.com.

Depending on available functions, the Customer may cancel, postpone a delivery, change frequency, modify information or adjust quantity or products. Changes may affect price, delivery charges or benefits; the applicable details are shown or communicated before confirmation.

35. Deadline to change or cancel a subscription

To prevent generation of the next order, any cancellation, suspension, change or postponement must be made no later than 24 hours before the scheduled generation date.

After that deadline, once the order is validated or generated, Gellies no longer guarantees that it can be stopped. Cancellation prevents future renewals but does not retroactively cancel an order already generated, without prejudice to mandatory rights.

36. Prices for recurring orders

Product base prices may change over time. Regular delivery is therefore not a perpetual price guarantee unless expressly promised.

A renewal price may use the current product price with the contractual subscription benefit. Any change for a future renewal is communicated before charging so the Customer can cancel before the order is generated. If timely communication was not possible, the changed price will not be applied to the relevant renewal to the Customer’s detriment.

37. Subscription discount

The applicable discount is the one shown at subscription. On the date of these Terms, certain regular-delivery offers provide a 15% discount.

The percentage for new subscriptions may change; the Customer must refer to the product page at subscription. Unless expressly temporary, the accepted contractual benefit continues for renewals. A voluntary change of product, quantity or offer may make the new displayed terms applicable.

38. Subscription delivery

Delivery conditions for a subscription are those shown at subscription. Where free delivery is included subject to conditions, it applies under the subscribed offer.

A voluntary change that removes eligibility for free delivery may result in charges shown before confirmation. General rules on address, transport, receipt and transfer of risk also apply to each recurring order.

39. Subscription payment failure

If payment for a recurring order fails, Gellies or its payment provider may make one or more reasonable further attempts. Shipment may be suspended while payment is outstanding.

After persistent failure, Gellies may suspend or cancel the subscription after informing the Customer where appropriate. Gellies is not required to ship an order whose payment was not received.

40. Unavailability under a subscription

A subscription does not guarantee absolute and permanent product availability. For temporary unavailability, Gellies may postpone order generation or shipment.

For lasting unavailability or a substantial change to the subscribed product, Gellies informs the Customer and may suspend or end the subscription. No substantial replacement with a different product is made without consent.

41. No guarantee of consumption under a subscription

The Customer chooses frequency and quantities based on estimated needs. Gellies does not guarantee that delivery quantities match actual consumption between renewals.

Products remaining with the Customer at renewal are not a service defect and do not cancel a generated order retroactively. The Customer must adjust or postpone the subscription before the deadline to avoid a new delivery.

42. Liability

Gellies performs its obligations under applicable law. To the extent permitted, Gellies is not responsible for consequences directly attributable to improper use, failure to follow instructions, inadequate storage after delivery, administration incompatible with medicine instructions, incorrect Customer information, fault of the Customer or a third party, delivery instructions given directly by the Customer or an external event for which Gellies is not legally responsible.

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited.

43. Advice and information

Information on the Site, social networks, advertising materials, packaging or from customer service is intended to inform about use of Gellies products. It does not replace veterinary advice.

Gellies does not prescribe medicines and is not responsible for the medical decision to administer, change, stop or replace veterinary treatment.

44. Force majeure

Neither party is responsible for a failure caused by an event legally constituting force majeure that makes performance impossible under applicable law.

The affected party takes reasonable measures to limit the consequences. Mandatory consumer rights remain applicable.

45. Customer accounts

Where the Site permits an account, the Customer must keep access credentials confidential and inform Gellies without delay if unauthorised use is suspected.

The Customer must keep contact details current, especially for subscriptions. Gellies may suspend account access for reasonable security, fraud or serious breach grounds.

46. Resale and partner status

Buying products on the public Site does not confer authorised reseller or official partner status. Any suggestion that a third party is a Gellies partner, representative or authorised reseller when it is not is prohibited.

Reproduction or use of Gellies photographs, graphics, texts, packaging, logos or commercial materials remains subject to intellectual-property rules, regardless of whether resale of an authentic product is lawful.

Professionals wishing to organise distribution or resale must contact partners@mygellies.com.

47. Intellectual property

Marks, logos, texts, photographs, videos, illustrations, graphics, Site elements, packaging and other protected content remain the property of Gellies or their respective owners.

No order transfers intellectual-property rights to the Customer. Unauthorised reproduction, adaptation, commercial exploitation or use is prohibited within the limits of applicable law.

48. Personal data

Personal data is processed in accordance with the Privacy Policy available on the Site.

Some data is necessary for order management, payment, delivery, customer service, fraud prevention and, for subscriptions, renewal management. Data may be shared with providers necessary to perform the contract, including technical, payment and delivery providers.

49. Electronic communications

The Customer accepts that communications about orders, accounts or subscriptions may be sent electronically and is responsible for providing a valid email address.

Contractual communications necessary for an order or subscription are distinct from advertising and may be sent when necessary to perform the contract or comply with a legal obligation.

50. Evidence

Electronic records kept under reasonable security, including order, payment, account, subscription-change and communication data, may be used as evidence under applicable legal rules.

Carrier information may also constitute evidence under the delivery provisions.

51. Special provisions for professional Customers

This section applies when the Customer acts in an economic or professional capacity.

Unless agreed in writing, public-Site prices, offers and conditions apply. Mandatory rules reserved exclusively for consumers, including consumer withdrawal rights, do not apply to professional Customers.

The professional must inspect goods on receipt and report apparent anomalies without unjustified delay. To the extent permitted by law, Gellies is liable to a professional only for direct, foreseeable and sufficiently established damage resulting from an attributable contractual breach.

Except for fraud, gross negligence, personal injury or another case where limitation is prohibited, Gellies’ total contractual liability to a professional is limited to the amounts excluding VAT actually paid for the directly concerned order, or for an ongoing business relationship, the directly concerned orders in the twelve months before the event.

To the extent permitted by law, Gellies is not liable to a professional for indirect loss such as lost margin, turnover, business opportunities or indirect commercial harm.

Separate specific conditions agreed with a veterinarian, pharmacy, distributor or professional partner prevail over these Terms for matters they expressly regulate.

52. No waiver

Gellies’ failure to exercise a contractual or legal right immediately is not a permanent waiver. A commercial gesture, exceptional refund or individual derogation does not change these Terms for the future.

53. Severability

If a provision is declared invalid, inapplicable or unenforceable, the other provisions remain in force as far as possible.

The affected provision is applied or interpreted to the maximum extent compatible with the mandatory rule.

54. Applicable law

These Terms are governed by Belgian law.

Where the Customer is a consumer resident in another country, this choice does not deprive the Customer of mandatory protections that would apply under the law applicable in the absence of the choice.

55. Competent courts

Consumer disputes are subject to the mandatory jurisdiction rules. Nothing in these Terms prevents a consumer from bringing proceedings before a competent court under applicable European or national rules.

For disputes exclusively between Gellies and a professional Customer, the courts of the district of Gellies’ registered office have jurisdiction, unless a mandatory rule or written specific agreement provides otherwise.

56. Complaints and amicable dispute resolution

The Customer should first send any complaint to contact@mygellies.com. Gellies examines complaints in good faith to seek a solution where possible.

If a consumer dispute cannot be resolved directly, the consumer may, subject to admissibility conditions, contact the Consumer Mediation Service, Boulevard du Roi Albert II 8, box 1, 1000 Brussels, Belgium, email: contact@mediationconsommateur.be.

Mediation does not prevent the parties from later using available court remedies.

57. Contact

For questions about an order, subscription, product or these Terms: contact@mygellies.com

For professional, veterinary, pharmacy, distribution or partnership requests: partners@mygellies.com

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ANNEX 1: MODEL WITHDRAWAL FORM

Use this form only where the legal right of withdrawal applies to the order concerned. The exceptions in these Terms, including for certain food, perishable or unsealed products, remain applicable.

To:

Gellies SRL
Chaussée de Neufchâteau 35
6640 Vaux-sur-Sûre
Belgium
contact@mygellies.com

I hereby notify you of my withdrawal from the contract for the sale of the following goods:

Product(s):
....................................................................................

Order number:
....................................................................................

Ordered on / received on:
....................................................................................

Consumer’s name:
....................................................................................

Consumer’s address:
....................................................................................

....................................................................................

Date:
....................................................................................

Consumer’s signature, only when the form is sent on paper:

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